Training end users: an exploratory study
MIS Quarterly
In the age of the smart machine: the future of work and power
In the age of the smart machine: the future of work and power
The measurement of end-user computing satisfaction
MIS Quarterly
The importance of learning style in end-user training
MIS Quarterly
An expanded instrument for evaluating information system success
Information and Management
Developing a multidimensional measure of system-use in an organizational context
Information and Management
The relation between user satisfaction, usage of information systems and performance
Information and Management
Competence and impact of tools for BPR
Information and Management
The measurement of user information satisfaction
Communications of the ACM
Developing an information technology learning model in a computer-integrated manufacturing (cim) context
Competitive advantage from mandatory investments: An empirical study of Australian firms
The Journal of Strategic Information Systems
Journal of Organizational and End User Computing
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Post-implementation learning involves continuing improvements in how effectively information technology (IT) is utilized. This kind of IT learning is a core competency that may determine the competitiveness of firms in information intensive industries. While many chief information officers (CIOs) may have some experience with infrastructure, user satisfaction, or business process benchmarking, few firms benchmark how effectively IT is utilized or its impact on the user's work.This paper proposes a web-enabled process for benchmarking IT outcomes (effective use and impacts) and diagnosing problems with the user's learning. This process is based on an explicit causal model of how induced and autonomous learning factors drive IT usage and impacts. The proposed process enables internal versus "best-in-class" causal analysis. We discuss the common considerations and key issues involved in implementing this IT benchmarking process.